Oracle Sales & Marketing Summit - Knowledge Management

Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.2 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

The Agent Experience Isn’t Any Better What’s the• Consolidation and Staff Reduction question?• Specialists forced to be Generalists• Inconsistent Training• Changing Product Set to Support What’s the answer?• Changing Systems and Technologies6 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Oracle Knowledge The leading knowledge solution connects people to answers across all customer channels including the Web, Contact Center, and Social Communities. Across Service, Support and Sales we enable companies to… Substantially lower support operating costs Dramatically improve the customer experience Increase productivity in the contact center9 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Oracle Knowledge Overview How do I? Where are you? I can’t log in Email Deflection Handling Time Call Deflection First Time Fix Self Service Training Competency Multiskilling Answers Understand intent Authoring What works Analytics Understand content Intelligent Knowledge Rating | Reputations not What does Provide answers Search Management Iterative improvement Case Linking | Forums Index | Single Content Source Authoring X X X X Stale Fragmented Rating | Reputations Siloed Case Linking | Forums10 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Search Results Relevance How Search WorksAutomotive Banking Brokerage Healthcare High-Tech Insurance Manufacturing Pharma Telco Oracle Knowledge Semantic Dictionaries Base Language Industry Company Words, Phrases Words, Phrases Names, Numbers, and Relationships and Relationships and Acronyms InQuira Automated Self Service Over 100.000 semantic concepts ship Platform in Base and Industry Dictionaries InQuira Semantic Processing Engine Semantic Index of Content 11 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Some Not-So-Good Examples Too many knowledge sources in the Contact Centre Irrelevant results Answer is buried, too many clicks Not understanding intent Missed opportunities12 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Some Better Examples Single source of truth Best answer is not always a web page! Targeted Promotion Question: disambiguate Extract Understands & Clarifies Intent Context: understanding intent Immediate and Relevant Results Deflect: proactive support13 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Customer Service Interactions Web Site Contact Center Resolve Author MeasureSelf Service Escalation Issue Knowledge Effectiveness 14 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Siebel - Self Service If the user cannot find the information they seek, they may try to submit a support request to the contact centre17 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Siebel - Escalation Before the case is submitted we can attempt to deflect the user from the contact centre by presenting relevant content from the knowledge base18 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Siebel - Resolve Issue Oracle Knowledge Integration allows a call centre agent to invoke search directly within the CRM environment21 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Siebel - Author Knowledge In the event there are no good answers (i.e., a content gap), the agent can choose to recommend content or create a draft if entitled to do so.26 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Siebel - Author Knowledge Oracle Knowledge presents an authoring page pre- populated with information from the case. The agent can then author the solution27 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Siebel - Author Knowledge and submit it to Oracle Knowledge Information Manager allowing the content to be approved for general consumption on the main website.28 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Proven ROI for Web and Call Center25% Deflection rate to web self-service, 800 cases/month15% Deflection to self service, community forums26% Decrease in online email escalations47% Faster for agents to find relevant support information27% Increase in First Contact Resolution29 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Brands that Differentiate onuse Oracle Knowledge 16.000 Agents 100 countries 11 Languages 1M daily web inquiries Over 2M at peak retail iLog / iDesk – Agents iKnow – Support AOSS – Online Store30 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Strong Global Customer Base Leading Brands Across Key Industries High Tech Financial ServicesCommunication Retail / CPGManufacturing & Industrial 31 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

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